The Koncert Dialers April'25 Release includes enhancements that will bring you a better Koncert experience.
Dark Mode Enabled by Default for New Users
Info Icon in Call Disposition Popup
Enhanced Call Disposition Experience
Update to Call Recording Delete Permissions
Auto-Save Feature for Custom Fields
Call Ratings in Administration
Team Creation and Role Management – Simplified Update
UI Enhancements
Dark Mode Enabled by Default for New Users
As part of our continued efforts to enhance user experience, Koncert now automatically enables Dark Mode by default for all newly onboarded users—including Admins, Managers, and Users.
What’s New?
Upon first login, newly created users will immediately experience Dark Mode as their default mode.
This update is part of our new visual experience initiative, aimed at reducing eye strain and offering a modern, sleek interface right from the start.
Prefer Light Mode Instead?
No worries! Users can easily switch back at any time:
Navigate to the Profile panel. Locate the Dark Mode toggle. Simply turn it off to revert to the standard (light) theme.
This enhancement ensures all new users start off with a visually optimized experience—making onboarding smoother and more enjoyable right from Day 1.
Dialing Session
Info Icon in Call Disposition Popup
Overview:
An info icon has been introduced next to the "Snooze Until" option in the Call Disposition popup to provide users with helpful context while snoozing a prospect.
Details:
When you hover over the info icon, the following information is displayed:
- Last Attempted Date – The date the prospect was last attempted.
- Last Connected Date – The date the prospect was last successfully connected.
This enhancement gives users quick access to key interaction history, helping them make more informed decisions about when to follow up with a prospect.
Analytics
Enhanced Call Disposition Experience
We’re excited to roll out a new and improved user experience for managing Call Dispositions and Call Comments within the All Dials section.
Call Disposition – Pop-Up with Save Confirmation
Call dispositions are no longer edited inline. Instead, clicking on a disposition opens a dedicated pop-up window for a more focused and clear interaction.
A Save button has been introduced, requiring confirmation of any updates made—helping reduce accidental changes.
Informative note added:
Updating call outcome will update metrics only in Koncert. This clarifies that updates will not sync with external CRMs or SEPs.
Call Comments – Streamlined Editing with Clear Separation
Call comments are now editable via a separate Call Comments pop-up, which appears upon clicking the comment field.
Users can enter or modify comments in the new interface and must click Save to confirm changes.
A message now clearly states:
NOTE: Updating Call Comments will not update any activity in your CRM/SEPs.
This helps set accurate expectations about data syncing.
Why This Matters
❇️ Improved Usability: Separated windows for dispositions and comments reduce confusion and create a cleaner interface.
❇️ Better Control: Save buttons help prevent unintentional changes and improve data accuracy.
❇️Increased Clarity: Clear messaging about CRM/SEP behavior ensures users know exactly where updates are applied.
Call Recordings
Update to Call Recording Delete Permissions
To enhance control and security around call recording management, Koncert has updated the permissions related to deleting call recordings. This update affects both Admins and Managers and introduces a more structured approach to assigning deletion rights.
Previously, Koncert allowed both Admins and Managers to delete call recordings by default.
The Delete permission was enabled for both roles, allowing them to remove their own recorded calls directly from the Call Recordings tab.
No additional configuration was needed to grant this access.
What’s Changed:
With this release, Koncert has modified the default behavior to strengthen administrative oversight:
The Delete permission is now enabled by default only for Admins.
Managers no longer have delete access unless an Admin explicitly grants this permission.
This change applies to all existing and newly created Manager accounts.
Admins can manage this permission setting through the appropriate roles or user permission settings.
Why This Change Matters:
❇️ Ensures tighter control over call recording deletion actions.
❇️ Helps prevent accidental or unauthorized deletion of important call data.
❇️ Provides Admins with greater flexibility to control access based on organizational policies.
Administration
Auto-Save Feature for Custom Fields
Koncert has introduced a streamlined auto-save experience within the Custom Fields tab—eliminating the need for manual saving and making configuration faster and more intuitive.
The Save button previously available under the Administration » Custom Fields tab has been removed.
Now, any action such as:
Creating a new custom field
Mapping a field to a Koncert field
…will be automatically saved in real time.
Benefits of Auto-Save
❇️ No More Manual Saving – Reduces clicks and streamlines setup.
❇️ Seamless Field Management – Ensures every change is instantly captured without interruption.
❇️ Error Prevention – Minimizes the risk of losing updates due to missed save actions.
This update enhances user efficiency, especially during setup or large-scale CRM field mapping, offering a smoother and more modern administrative experience.
Call Ratings in Administration
The feature Call Ratings has been added under the Company Setup tab. This enhancement gives administrators greater control and flexibility over how calls are evaluated within the organization.
Call Ratings allows administrators to configure, manage, and organize call evaluation options used across the system. This centralized setup ensures consistency in performance assessments and supports tailored quality assurance practices.
A View button has been added here.
Clicking on this opens Call Rating side panel where you can view all currently available call ratings or can add new Call rating.
Upon clicking the Add Call Rating, an Add Call rating window appears where you can enter a name or brief statement that describes the evaluation category.
Under Active section,
Select Yes to make the newly added call rating to be visible in the Call Rating selection list.
Select No – The rating will be stored but hidden from the selection list.
Click Save to store the new rating.
This feature enables teams to define and evolve their own call quality benchmarks.
Delete Call Ratings
Outdated or unused call ratings can be removed to keep the list relevant and organized:
Simply click the delete icon next to a rating to permanently remove it from the system.
Once deleted, the rating will no longer appear in the Call Recording tab.
Reorder Call Ratings
Administrators can now reorder call ratings using drag-and-drop functionality:
This reordering is reflected across the platform wherever call ratings are selected.
Ensures the most important or frequently used ratings appear at the top of the list.
Key Benefits
❇️ Centralized control of call quality evaluation criteria.
❇️ Easier setup and maintenance of rating options.
❇️ Improved usability and relevance for agents and QA teams.
❇️ Flexible configuration for evolving team standards.
This update marks a step forward in enhancing administrative tools and ensuring organizations can maintain consistent, high-quality call evaluations with minimal effort.
Workspace
Team Creation and Role Management – Simplified Update
We’ve made updates to how teams and roles are set up when users sign up or get a license in Koncert. These changes make the process cleaner and more accurate.
What’s New
Changes During Sign-Up
If there’s no license:
When an Admin or Manager signs up without a license, no team will be created automatically. This helps avoid creating unnecessary teams.
If a license is assigned:
Admin with a license:
A team is created. You can choose Manager or User roles in the dropdown when they onboarded
Manager with a license:
A team is also created. You can choose Manager or User roles in the dropdown when they onboarded.
Role Visibility Changes
The User role now only shows up in the User dropdown in the Administration » Teams — it won’t show under the Manager’s options anymore.
The Admin role is now included in the Manager dropdown, so Admins can also be added to a Manager’s team if needed.
These changes make team setup more flexible and reduce confusion when assigning roles.
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Info Icons Added for Roles
Overview:
Info icons have been added next to the role names Admin, Manager, and User in the following locations in the Workspace
- My Profile tab
- User Management tab
- Invite page
Details:
When hovering over these icons, a tooltip appears providing a quick description of each role. This helps users better understand the permissions associated with each role at a glance.
Role Descriptions:
- User - Permission provides the user access to the dialer along with the ability to view their Analytics and Call Recordings.
- Manager - Permission provides a team view of all users Analytics and Call Recordings.
- Admin - Permission provides full access to the Administration tab, Call Recordings including permissions and settings, team view and Analytics for all users.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.